english homework

Letters & Emails Packet

Letters & Emails Packet 50 (10 points each, except the last one worth 20) 1. Claim Letter 2. Claim Letter Response 3. Job Refusal & Job Acceptance Emails 4. Two Workplace Proposals (Alice in Cubicleland). See Moodle PowerPoint for the full

details.

#1 Claim Letter Think about the last time you were unhappy with a product or service. Write a “persuasive claim” letter to the company expressing your disappointment, and explain what they need to do to compensate you for your time and loyalty. If this is a product, assume that you cannot return the merchandise because you’ve exceeded the allotted time frame for returns or exchanges. You’re a busy college student. It happens.

Requirements for this letter:

x 1 page maximum. x Follow standard business letter format. Use the model docs to choose. x Use the “deductive sequence” of writing: explain the details first before stating your

demands. x Be detailed about the product and your role as a customer: include the place, time, a receipt

(if applicable), and explain the problem. x Be clear and reasonable about what you expect from the company. What are your demands?

Do you want a voucher for the amount you spent on the product/service? Do you want a replacement, an apology, or something else? Note: do not ask for coupons. Aim higher because, if all else fails, the company will offer coupons anyway.

x Questions to consider: Is this your first time or are you a long-time customer? What was wrong with the product or service? Do you routinely purchase this product or visit the establishment?

#2 Claim Letter Response You work as a customer service representative, and it is your job to process claim letters from upset customers. But the company you work for has taken a massive financial hit. Before the company’s financial crisis, you were able to offer the customer a replacement of the product or vouchers ranging from $10 - $100, depending on the customer’s grievance and the error of the company. Now you are not allowed to offer anything but 10% off coupons or free shipping. Write an “adjustment” letter that acknowledges the dissatisfaction of your customer, but you have the added task to deliver bad news—you can’t fulfill their demands. Requirements for this letter:

x Switch claim letters with a classmate. x Respond to your classmate in a letter that is no longer than 1 page. x Use the “inductive sequence” of writing: start by providing a good or neutral statement

before delivering bad news. x Points to consider: How do you deliver this bad news message when your company had a

good customer service reputation? How do you maintain this good reputation even though you cannot offer the same generous perks as before?

#3 Job Acceptance and Job Refusal Emails Imagine your dream job. Are you imagining it? Great. Congratulations! You’re hired. Amy Sedaris from HR called to deliver the good news and she sent you an email detailing your position, salary, benefits, and start date. Scenario #1: Your task is to write a job acceptance email. You love them; they love you. It’s a perfect situation for all involved. Scenario #2: You must write a job refusal. You were offered another position that is closer, offers more benefits, and you can start tomorrow. Lucky you! Unfortunately, you must let Amy know that you’re not taking the job despite accepting over the phone. Requirements:

x Write acceptance and rejection emails that are no longer than 200 words. x Important Note: Which email should use the deductive sequence? Which email should use

the inductive sequence? x Even though these are not real emails, write out the format: From, To, Subject, etc.

Example:

FROM: [email protected] TO: [email protected] SUBJECT: Proper and Professional Subject

Salutation,

Body Paragraph………………………… Body Paragraph…………………………

Signature Line, Professional Applicant Signature Line cont. (website, Twitter acct, LinkedIn, etc.)

#4 Workplace Proposals: Alice in Cublicleland Write two proposals from Alice’s perspective. Proposal 1: Write a letter to Alice’s boss outlining the issues at work. Analyze the Best Alternative to a Negotiated Agreement (BATNA) from Alice’s perspective. Read more: http://www.beyondintractability.org/essay/batna. In the letter, propose at least 3 solutions to Alice’s predicament. Do not exceed 2 pages. Proposal 2: Write an email to Alice’s coworkers explaining why she uses the conference room and her problem with their behavior. Propose a solution for a harmonious work environment. Do not exceed 250 words. Requirements:

x Remember you are writing from Alice’s perspective. This means your proposals will be in Alice’s “voice.”

x Do an audience analysis before you begin writing. Who are you writing to? x Consider your tone. How will your tone change depending on the audience and format? x Consider your audience’s point of view. From their perspective, has Alice committed any

discrepancies? x Consider the ethical implications of this situation if any. x Include Alice’s BATNA. x Do not exceed the number of pages or word count outlined above. This does not mean you

can be vague and sloppy. Use concrete details and concise language. x Review the requirements of each proposal before submitting your final draft.